Scheme rules and targets

Scheme rules and targets

We meet regularly with our customers to better understand how our services can meet their water needs.

Based on this consultation, Sunwater has developed water supply arrangements to deliver water as efficiently as possible for customers in each of our water supply schemes. We publish these water supply arrangements and report to customers against the agreed Service Targets.

Water supply arrangements and service targets


Service Target
Applicable schemes
TargetTarget exceptions
Planned shutdowns – notificationFor shutdowns planned to exceed 2 weeksAll8 weeks
6 months – Mareeba-Dimbulah

 4 weeks – Nogoa Mackenzie
For shutdowns planned to exceed 3 daysAll except Eton and Proserpine2 weeks
 3 weeks – Bowen Broken Rivers

 4 weeks – Mareeba-Dimbulah
For shutdowns planned to exceed 5 daysEton and Proserpine3 weeks
Nil
For shutdowns planned to be less than 4 daysMareeba-Dimbulah5 daysNil
For shutdowns planned to be less than 3 days
All except Mareeba-Dimbulah5 days2 days – Eton

7 days – Proserpine
Unplanned shutdowns – durationUnplanned shutdowns
will be fixed so that at least partial supply can be resumed
Barker Barambah, Bowen Broken Rivers, Boyne River and Tarong, Bundaberg, Lower Fitzroy, Lower, Mary River and Upper Burnett

48 hours72 hours – Bundaberg

7 days – Bowen Broken Rivers
During Peak Demand PeriodBurdekin Haughton, Callide Valley, Chinchilla Weir, Cunnamulla, Dawson Valley, Eton, Macintyre Brook, Maranoa River, Mareeba-Dimbulah, Nogoa Mackenzie, St George and Upper Condamine

48 hours72 hours – Mareeba-Dimbulah

4 days – Upper Condamine
Outside Peak Demand PeriodAs per During Peak Demand Period5 working days7 working days – Upper Condamine
Unplanned shutdowns – notificationAffected customers will be notified of the likely duration of the interruption to supply

AllWithin 24 hours of SunWater learning of the event or by the end of the first business day following the event, whichever is the earlier
Nil
Maximum number of interruptions
Planned or unplanned interruptions per water yearAll610 working days – Bundaberg, Burdekin Haughton, Eton and Mareeba-Dimbulah

Meter repairsFaults causing restrictions to supply will be repairedAllWithin 1 working day2 working days – Bowen Broken Rivers, Burdekin Haughton and Proserpine

10 working days – Bundaberg, Burdekin Haughton, Eton and Mareeba-Dimbulah
Complaints and enquiriesInitial response (Acknowledge)All5 working daysNil
Resolve or provide written responseAll21 daysNil